Role description
Service Desk Engineer
Role Summary
We are looking for a Service Desk Engineer to provide L1 technical support to end users manage incidents and service requests and ensure timely resolution in line with defined SLAs
Key Responsibilities
Serve as the primary point of contact for IT incidents service requests and user queries
Log categorize prioritize track and resolve tickets using ITSM tools
Troubleshoot Windows Microsoft 365 Outlook Teams VPN printers hardware software and basic networkconnectivity issues
Support password resets account unlocks MFA issues and basic user access management
Perform initial troubleshooting and provide firstcontact resolution wherever possible
Escalate unresolved incidents to L2L3 support teams and coordinate through closure
Monitor ticket queues and ensure SLA compliance
Maintain accurate troubleshooting notes and Knowledge Base documentation
Provide timely and professional updates to users throughout the ticket lifecycle
Required Skills
Service Desk IT Helpdesk Support
Windows Desktop Troubleshooting
Microsoft 365 Outlook and Teams
Active Directory basics
ServiceNow Freshservice or similar ITSM tools
VPN and basic networking troubleshooting
Incident and Service Request Management
SLA and escalation management
Basic hardware and peripheral troubleshooting
Good verbal and written communication skills
Understanding of ITIL processes
